The Maryland-National Capital Park and Planning Commission, Prince George’s County Department of Parks and Recreation, is seeking a highly motivated
Customer Service Help Desk Configuration & Development Manager (Class Spec – IT/Telecom Support Supervisor) within the Management Services Division. Under the general direction of the Assistant Division Chief, this role will provide strategic leadership and oversight of the Help Desk Projects Unit.
The Customer Service Help Desk Configuration & Development Manager will be responsible for the management of project requests from the Department that are funneled through Help Desk Operations or directly through the Project Request Form. The ideal candidate will be able to manage the intake, prioritization, assignment, tracking, completion, and communication of department projects using project management software.
The Help Desk Projects unit serves as the first line of support to the public as well as Department facilities and staff. The Customer Service Help Desk Configuration & Development Manager will be responsible for creating a consistent and unified strategy for each of the Project sub-units, including Hardware, Software Configuration, and Custom Web Application Development.
Examples of information systems and software that the Help Desk Projects team manages are RecTrac, Micros, ServiceNow, SQL, PHP, JavaScript, Asana, and other software. This unit is also responsible for researching, testing, and developing software updates and new applications needed for the entire department.
Examples of Important Duties
• Manages an Information Technology work program and unit staff informed of Commission policies and procedures.
• Performs a full range of supervisory human resources (HR) management functions, unit wide.
• Works with project management software to develop and execute departmental and enterprise information projects. Develop and oversee work plans for projects and initiatives; identify project objectives, key milestones and resources required.
• Oversee and/or manages one or more major databases or data warehouses (e.g. geographical, information systems, land records, development reviews, permitting and other similar databases.
• Oversee and participates in the programming, modifications and integration/adaptation of multiple platforms, networks, hardware and software environments. Includes implementation and configuration of commercial and custom developed software products and tools.
• Develop and implement long range automation plans for department, develop and recommends implantation strategy for applying latest technological developments for improving productivity and service.
- Associate’s Degree in Computer Science, Information Management Systems, or any related field.
- Five (5) years of experience in information technology support functions.
- An equivalent combination of education and experience may be substituted, which together total seven (7) years.
- Depending upon area of assignment, a valid driver’s license in accordance with both State and Commission rules and regulations. Driver’s license must be unencumbered by restrictions, revocations, suspensions, or points that could limit the employee’s ability to drive Commission vehicles or perform driving duties required by the position of assignment.
- Pass Commission medical examination.
Class/Specification:IT/Telecom Support Supervisor
May be subject to medical, drug and alcohol testing.The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.
Applicants with Disabilities under the Americans with Disabilities Act.
If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1)
M-NCPPC will make all efforts to reasonably accommodate you.
